Research On The Quality Evaluation Of After-sales Service Of Hisense Household Appliances Enterprises

With the continuous improvement of people’s living standards,the rapid upgrade of their consumption structure and the mass renewal of household appliances,the public has a higher level of requirements for products’ own services,categories,quality and technology.How to improve our own technology and products while constantly optimizing our own services,to achieve a reasonable solution to the inner concerns of consumers,will be of great significance to the improvement of the comprehensive level of the home appliance industry.The analysis and research in this thesis mainly focuses on the effective integration of existing quality analysis theories into the after-sales service quality evaluation system,and on this basis,a systematic and perfect after-sales service quality improvement strategy is formulated reasonably.This thesis carries out analysis in accordance with the idea of "problem raising,problem analyzing and problem solving".Firstly,it analyzes the industry background of after-sales service of Hisense home appliance enterprises,and then sorts out and integrates relevant literature and relevant theories of after-sales service quality around the world,so as to lay a theoretical foundation for this research.And from hisense electrical appliances enterprise in the situation in the after-sales service and after-sales service process according to the hisense electrical appliances enterprise,combining with hisense electrical appliances enterprise service quality at the scene of the actual problems arising from the problem analysis and research,according to the content of the SERVQUAL scale,determine the evaluation hisense electrical appliances enterprise service quality scale test project,Through the distribution and recovery of questionnaires,the corresponding data can be reasonably obtained.At the same time,through data integration and analysis,the factors affecting the after-sales service quality of Hisense household appliances enterprises can be reasonably quantified and the service quality can be evaluated accordingly.According to the evaluation results,it is concluded that there are gaps between customers’ expectations and the company’s understanding of these expectations,between customers’ expectations and related service design,staff performance and related standard design,and between actual delivered services and declared services.In view of the existence of these gaps,this article through studies find can adapt to hisense electrical appliances enterprise improve its service quality improvement countermeasures: bridging the gap between the customer service expectations and the actual perception,narrowing the difference of service design and customer expectations both,to reduce the variation in standards between staff performance and service design,bridging the gap between the commitment and actual service company.And put forward to enhance the parts repair management effectiveness,increase the number and professionalism of maintenance personnel,improve the company’s information after-sales service system,strengthen the supervision and management of after-sales service process,enrich the company’s corporate culture and strengthen the company’s brand building safeguard measures.This thesis hopes to improve the service quality of Hisense home appliance enterprises through these improvement measures,achieve a significant increase in the level of profitability of enterprises,and at the same time ensure that the service cost is maintained at a low level.Through the research on the after-sales service quality of a single company in the field of household appliances,the conclusion with certain general significance is obtained,which can be used as a reference for other enterprises in the industry and other similar industries,and realize the reasonable construction of the after-sales service quality improvement strategy.On the other hand,it can play a certain reference and reference to the after-sales service quality management of all industries.